Formal casework decisions from the Housing Ombudsman Service on complaints against social landlords in England. Decisions include maladministration findings, reasonable redress, and cases outside jurisdiction.
The complaint is about: The landlord’s response to the resident’s request for compensation for renovation works at her former property. The landlord’s response to the resident’s reports of a leak at her current property.
The complaint is about the landlord’s response to the resident’s request for soundproofing. We have also investigated the landlord’s complaint handling.
This complaint is about the landlord’s handling of : The resident’s reports about communal electric repairs. The associated complaint.
The complaint is about the landlord’s handling of: Reports of a loss of hot water. The resident’s complaint.
This complaint is about the landlord’s handling of: the resident’s concerns about insurance claims. the resident’s concerns about a service charge increase. the resident’s reports of a leak affecting the property and subsequent internal damage. This Service has also investigated the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of reports about: the central heating system; leaks and associated repairs; the external fan to the bathroom; and bedroom window frames. We have also considered the landlord’s handling of:
The complaint is about the landlord’s handling of the resident’s reports of: Noise nuisance and anti-social behaviour (ASB). Staff misconduct. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Request to waive/reduce his service charges. Concerns about the treatment of damp and mould in his property. Concerns about the impact its damp-proofing work had on the size of his kitchen. Request for assistance with the maintenance and purchase of …
The complaint is about the landlord’s: Response to concerns raised by the resident about issues reported to him by other tenants. Response to internal repair issues in the resident’s property. Response to concerns raised by the resident about issues with other blocks. Response to the resident’s concerns about the communal …
The complaint is about the landlord’s: handling of reported inappropriate conduct of its contractor. response to reports that the kitchen units and flooring were damaged, following a leak. handling of the associated complaint.
The complaint is about the landlord’s response to the resident’s concerns about: The offer of a property. The condition of the property when let. This Service has also considered the landlord’s handling of the complaint.
The complaint is about the landlord’s handling of: Repairs to communal areas. Repairs to the property. The resident’s reports of the bin area not being kept clean and tidy. The resident’s reports of damp and mould. The replacement of the boiler and radiators and installation of a stopcock. The resident’s …
The complaint is about:
The complaint is about: the impact of repair issues on the health of the resident and his daughter. the landlord’s handling of: work to the kitchen extractor fan. leaks, damp, mould and bathroom extractor fan repairs. window issues. We have also considered the landlord’s record keeping. complaint handling.
The complaint is about the landlord's handling of the leaseholder’s: Reports of errors made on the service charge account. Concerns about the level of the management fee charged.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The time taken for the landlord to install a positive input ventilation (PIV) at the property. The landlord’s response to the resident’s complaint about a decant and repair works in November 2023. The landlord’s handling of the resident’s reports of repairs in her property. The condition …
The resident’s complaint is about the landlord’s handling of: A leak in the property. Associated repairs following the leak. Damp and mould. Damage to her personal belongings.
The complaint is about the landlord’s response to the resident’s: Reports of a burst stack pipe. Request for reimbursement for replacement carpet. The landlord’s complaint handling has also been considered.
The complaint is about: the impact of repair issues on the resident’s household’s health. the landlord’s handling of: repairs to resolve water ingress to the front door and the request for a bath to be installed. damp and mould repairs. We have also considered the landlord’s: complaint handling. record keeping.
The complaint is about the landlord’s handling of: Window repairs. Anti-social behaviour reports.
The complaint is about the landlord's handling of the resident's concerns that contractors had disposed of her personal belongings. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The increase in the resident’s service charge in 2024. The landlord’s response to the resident’s report of having no electricity. The landlord’s response to the resident’s concern about the communal front door. The landlord’s response to the resident’s reports of antisocial behaviour (ASB). The landlord’s complaint …
The complaint is about the landlord’s handling of the resident’s: Reports of defects in her new home. Complaint.
The complaint is about: The landlord’s response to the resident’s reports that his windows needed replacing. The time taken by the landlord to remove the scaffolding after completing the repairs. The landlord’s handling of the complaint. This investigation has also considered the landlord’s record keeping.
The complaint is about the landlord's response to the leaseholder's: Reports of water ingress from the roof. Complaint.
The complaint is about the landlord’s response to the resident’s: Reports of repairs to the roof. Request for reimbursement following repairs to a boundary wall. Request for reimbursement following repairs to fencing. Complaint.
The complaint is about the landlord’s handling of the resident’s: reports of a roof leak and associated internal property damage; associated complaint.
The complaint is about the landlord’s handling of the resident’s: Rehousing application on medical grounds. Formal complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of leaks into the kitchen. Associated formal complaint.
This complaint is about the landlord’s: Response to the report of a leak into the resident’s property from the flat above. Response to a request for insurance details in relation to the internal damage to the resident’s property as a result of the leak from the flat above. Handling of …
The complaint is about the landlord’s: Handling of the resident’s reports about hot water service failures, and the level of compensation it subsequently offered her. Handling of the associated complaint.
The complaint is about the landlord’s handling of: repairs to the bathroom. repairs to the kitchen. the resident’s report about the behaviour of the landlord’s employees. The Ombudsman has also considered the landlord’s handling of the complaint.
The complaint is about the landlord’s: Response to the resident’s reports of outstanding repairs to the property’s porch and subsequent damp and mould. Response to the resident’s reports of intermittent water leaks from the property above. Complaint handling.
The complaint is about the landlord’s: Response to the resident’s reports of leaks from a neighbour’s balcony, damaged brickwork, defective drains, and a leaking stack pipe. Response to the resident’s reports of leaking guttering. The Ombudsman has also considered the landlord’s handling of the complaint.
The complaint is about how the landlord has handled the resident’s reports of noise nuisance. We have also considered the landlord’s complaint handling.
The resident’s complaint is about the landlord’s handling of: Bathroom repairs. Window repairs. Mould in the property.
The complaint is about the landlord’s response to the resident’s: Antisocial behaviour (‘ASB’) reports. Request for a management transfer.
The complaint concerns the landlord’s handling of the resident’s reports of: A leak in the property. Damp and mould. This report has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports about: Windows and insulation. Damp and mould.
The complaint is about the landlord’s handling of: The resident’s reports that her boiler was faulty, including a period when it would not switch off. The resident’s rehousing application. The associated complaints.
The resident’s complaint is about the landlord’s: Response in relation to damp and mould; Response in relation to tree works; Response in relation to fencing works; Handling of the complaints process.
The complaint is about the landlord’s handling of the resident’s: Reports of leaks, damp and mould and a subsequent pest infestation. Associated complaint.
The complaint is about the landlord’s: Handling of the resident’s concerns about parking issues. Response to the resident’s concerns about the affordability of the property and request for a transfer. Response to the resident’s concern that it did not complete a check of the property at the end of the …
The complaint is about the landlord’s handling of reports of the slow flow of hot water. The complaint is also about the landlord’s handling of the complaint and resolution offered.
The complaint is about the landlord’s handling of: The repairs at the property. The associated complaint.
The complaint is about the landlord’s: Handling of the repairs to the property. Handling of damp and mould and subsequent repairs. Handling of the resident’s report of damage to her personal belongings. Complaint handling. This report has also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of: Repairs to the front and rear communal door and the resident’s front door. The associated complaint.
The complaint is about the landlord's response to the resident’s reports of repairs, including: The boiler. The shower door. A leak coming through the bathroom ceiling from the roof. A leak under her kitchen sink. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports regarding: Repairs to the loft hatch and insulation. Plastering in the main bedroom. Fencing in the garden. The neighbour’s overhanging tree. A leak in the bathroom and the subsequent damage caused in the property. The complaint and level of …
| Decision year | Maladministration | No maladministration | Other |
|---|---|---|---|
| 2019 | 1 | 0 | 0 |
| 2020 | 60 | 42 | 35 |
| 2021 | 875 | 557 | 544 |
| 2022 | 1,092 | 468 | 400 |
| 2023 | 2,222 | 384 | 269 |
| 2024 | 3,021 | 247 | 272 |
| 2025 | 4,469 | 512 | 708 |
| 2026 | 1,513 | 197 | 215 |